Abstract

The main purpose of this test was to asses the performance of an actual customer with little or no previous InTouch experience. The usability test measured the total time needed to accomplish information entry and output, and record user critical incidents. Tasks included routine operations, print operations, and import/export of data.
Each test session consisted of a performance test where the user performed a series of tasks, and a post-test interview where the user filled out a brief user preference questionnaire about the functionality and usability of InTouch and was given the opportunity to make comments or ask questions about InTouch.
Evaluation measures included: observations and comments for each critical incident; classification of errors associated with critical incidents including severity, scope, and source of error; the time necessary to complete each task; the percentage of participants who successfully complete each task; and user rankings of the functionality
and usability of InTouch.
All participants did fulfill InTouch developer goals of having users succeed in entering information into InTouch within the first 5-10 minutes of use and outputting information from InTouch within the first half hour of use. Although, many participants did have major problems.
User likes included the InTouch documentation, the exclusion option in sort, the option of creating a new group from the group search dialog box, the choice of sounds for reminders, and the repeat option for reminders.
User dislikes included having to search the giant InTouch menu, the difficulty figuring out the function of the different panes in the main window, the lack of on-line help, and the lack of access to group functions from the main window. Users also disliked InTouch not behaving like other Macintosh applications: its files could not be opened by double-clicking, and no one liked having to select InTouch from the menu to start-up the program. Most users also had problems with the print and layout dialog boxes.
Problems were rated in terms of severity and scope, and whenever possible, the source of the problems and potential solutions were indicated. The solutions presented in this report are just recommendations. Re-design efforts should consider alternative solutions with both the problems and potential solutions evaluated in light of the total system.